Chateau Frontenac Hotel

The staff were friendly, and the hotel had a really warm, peaceful feel. It was my first time there, and I had a nice stay. The room was quite spacious, too. I’d definitely like to come back.

I felt unsafe after a staff member named Yusuf treated me aggressively and abusively. His behavior was intimidating. When I asked the front desk to contact a manager so I could make a complaint, they refused to help and took no action. The management’s response was as unacceptable as the conduct itself. It’s alarming that someone who behaves this way works here, and concerning that serious complaints are ignored. I would strongly caution others.

For nearly €400, this was unacceptable, and I won’t return because of Rodolphe’s behaviour. The service was unfriendly apart from a few kind staff members. Later, my room phone didn’t work and staff dismissed it, and checkout was unhelpful when I needed a taxi. The key problem started after I checked in at 3:30 PM. I’d arrived at 10:30 AM and was told check-in was at 3:00 PM, which I accepted. Then I was told a technical issue meant all the hotel’s room keys weren’t working, so I had to rely on the porter to let me into my room each time. At 6 PM and again at 9 PM, it still hadn’t been resolved. Another guest I spoke with in the elevator said her key worked, so it didn’t seem to be a general issue, but nobody explained what was wrong with my room. When I told the receptionist I was tired, she was cold and dismissive. Rodolphe then stepped in, accused me of not speaking nicely to staff, and talked down to me in a condescending, instructional way, like I was a child. It was humiliating and made me anxious and uncomfortable. Shortly afterward, he suddenly gave me a working key, which showed this could have been fixed much sooner.

We stayed with the Odysseys Tour group and loved our time here. The concierge could answer our questions, call a taxi, or carry our bags. At night, they turned down the bed and left little chocolates. Such a lovely hotel.